Now let us discuss a a sample VOC analysis framework which can be used to improve Service Desk process efficiency.
Step 1: Data Collection:
Collect all the VOC data from the identified months and filter out the ones where customer was not happy with the service provided
|
Response Fiscal Month |
Ticket Number |
VOC Data |
|
2015 / 01-July |
Ticket number 001 |
[Sample] The Issue was not resolved yet, I received an email to say it was. |
|
Ticket number 002 |
[Sample] My incident is not resolved, the technician did not even know basic things like how to open an XML file without XSLT, and kept sending me the same resolution. It seems like the support professional did not even attempt to reproduce the problem. |
|
|
Ticket number 003 |
… |
|
|
Ticket number 004 |
… |
|
|
Ticket number 005 |
… |
|
|
Ticket number 006 |
… |
|
|
Ticket number 007 |
… |
|
|
2015 / 02-August |
… |
… |
|
2015 / 03-September |
… |
… |
|
2015 / 04-October |
… |
… |
|
2015 / 05-November |
… |
… |
|
2015 / 06-December |
… |
… |
|
2015 / 07-January |
… |
… |
Step 2: Data Mining:
Identify all possible gaps (for each ticket) using the feedback given due to which the customer was not happy with the service provided. Categorize each gap under the identified categorize and build up a comprehensive list
|
Response Fiscal Month |
Ticket Number |
VOC analysis of Service Desk Process [TEAM NAME] |
|||||
|
Communication Gaps |
Technical Gaps |
Process Gaps |
Process Adherence Gaps |
Environment Issues |
People Issues |
||
|
2015 / 01-July |
Ticket number 001 |
Low quality of communication sent by service desk |
Lack of technical/ functional/ domain knowledge |
NA |
Process exists but not followed |
Product Issue |
Wrong inherited practices |
|
Ticket number 002 |
Unable to comprehend user communication |
Lack of knowledge base |
Process is inadequately defined |
NA |
Tools Issue |
Human Errors |
|
|
Ticket number 003 |
… |
|
|
|
|
|
|
|
Ticket number 004 |
… |
… |
|
|
|
|
|
|
Ticket number 005 |
… |
… |
… |
|
|
|
|
|
Ticket number 006 |
… |
… |
… |
… |
… |
… |
|
|
Ticket number 007 |
… |
… |
… |
… |
… |
… |
|
|
2015 / 02-August |
… |
|
|
|
|
|
|
|
2015 / 03-September |
… |
|
|
|
|
|
|
|
2015 / 04-October |
… |
|
|
|
|
|
|
|
2015 / 05-November |
… |
|
|
|
|
|
|
|
2015 / 06-December |
… |
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|
|
|
|
|
|
2015 / 07-January |
… |
|
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|
|
|
|
Step 3: Data Modeling:
Calculate and arrange in a structured format the total gaps identified for each category for each month
|
Months |
Overall Data |
Total Gaps |
Total Survey Responses |
|||||
|
Communication Gaps |
Technical Gaps |
Process Gaps |
Process Adherence Gaps |
Environment Issues |
People Issues |
|||
|
July'15 |
4 |
10 |
6 |
9 |
6 |
71 |
106 |
25 |
|
August'15 |
7 |
10 |
5 |
1 |
6 |
64 |
93 |
35 |
|
September'15 |
7 |
1 |
2 |
3 |
6 |
53 |
72 |
32 |
|
December'15 |
3 |
5 |
3 |
2 |
7 |
69 |
89 |
14 |
|
January'16 |
3 |
4 |
1 |
1 |
1 |
46 |
56 |
40 |
|
Total |
24 |
30 |
17 |
16 |
26 |
303 |
416 |
146 |
Identify the top gaps from each category
|
Months |
Communication Gaps |
|||
|
Timely communication |
Quality of communication |
Issue Comprehension |
Missing user communication |
|
|
July'15 |
1 |
2 |
3 |
4 |
|
August'15 |
7 |
8 |
9 |
2 |
|
September'15 |
7 |
1 |
2 |
3 |
|
December'15 |
3 |
10 |
2 |
5 |
|
January'16 |
3 |
4 |
8 |
6 |
|
Total |
21 |
25 |
24 |
20 |
|
Months |
Technical Gaps |
|||
|
knowledge base (KB) |
Tacit knowledge |
Non-uniform knowledge levels |
Technical/Functional/Domain knowledge |
|
|
July'15 |
4 |
10 |
1 |
9 |
|
August'15 |
1 |
10 |
5 |
1 |
|
September'15 |
2 |
1 |
2 |
3 |
|
December'15 |
3 |
5 |
3 |
2 |
|
January'16 |
3 |
4 |
1 |
1 |
|
Total |
13 |
30 |
12 |
16 |
|
Months |
Process Gaps |
|
|
Process does not exist |
Process is inadequately defined |
|
|
July'15 |
2 |
8 |
|
August'15 |
9 |
4 |
|
September'15 |
6 |
1 |
|
December'15 |
1 |
2 |
|
January'16 |
5 |
4 |
|
Total |
23 |
19 |
|
Months |
Process Adherence Gaps |
|
|
Process exists but not followed |
Inconsistencies in following the process |
|
|
July'15 |
1 |
10 |
|
August'15 |
7 |
10 |
|
September'15 |
7 |
1 |
|
December'15 |
3 |
5 |
|
January'16 |
3 |
4 |
|
Total |
21 |
30 |
|
Months |
Environment Issues |
||
|
Product Issue |
Tools Issue |
External Factors |
|
|
July'15 |
4 |
1 |
6 |
|
August'15 |
7 |
1 |
5 |
|
September'15 |
7 |
1 |
2 |
|
December'15 |
3 |
5 |
3 |
|
January'16 |
3 |
4 |
1 |
|
Total |
24 |
12 |
17 |
|
Months |
People Issues |
|
|
Human Errors |
Wrong inherited practices |
|
|
July'15 |
1 |
10 |
|
August'15 |
7 |
10 |
|
September'15 |
2 |
1 |
|
December'15 |
3 |
5 |
|
January'16 |
3 |
4 |
|
Total |
16 |
30 |
Finally develop a prioritized list which will rank each gap (from highest to lowest) in the order of its occurrence
|
Prioritized list (ranked in the order of frequency of occurrence) |
|||
|
S.No |
Category of Gap |
Type of Gap |
Number of occurrence |
|
1 |
Technical Gaps |
Tacit Knowledge |
30 |
|
2 |
People Issue |
Wrong Inherited practices |
30 |
|
3 |
Process Adherence Gaps |
Inconsistencies in following the process |
30 |
|
4 |
Communication Gaps |
Quality of communication |
25 |
|
5 |
Communication Gaps |
Issue Comprehension |
24 |
|
6 |
Environment Issues |
Product Issue |
24 |
|
7 |
Process Gaps |
Process does not exist |
23 |
|
8 |
Process Adherence Gaps |
Process exists but not followed |
21 |
|
9 |
Communication Gaps |
Timely communication |
21 |
|
10 |
Communication Gaps |
Missing user communication |
20 |
|
11 |
Process Gaps |
Process is inadequately defined |
19 |
|
12 |
Environment Issues |
External Factors |
17 |
|
13 |
People Issue |
Human Errors |
16 |
|
14 |
Technical Gaps |
Technical/Functional/Domain Knowledge |
16 |
|
15 |
Technical Gaps |
Knowledge Base |
13 |
|
16 |
Environment Issues |
Tools Issue |
12 |
|
17 |
Technical Gaps |
Non-Uniform Knowledge Levels |
12 |
The data depicted here is only a sample and is used to show how VOC analysis should be carried out as it gives out a prioritized list of gaps for which solution component needs to be derived and worked upon to improve the Service Desk process efficiency. Prevention or Mitigation planning is required for all gaps starting with the ones with higher number of occurrence.
